Ocean Spin Casino - Pelaajan kotiutus viivästyy toistuvien vahvistuspyyntöjen vuoksi.

Hello. On 4/2/2026 I requested a payout of my winnings.

After verification and payment of part of the money, 42,000 CZK remains in my account,

which have not been paid to me yet. The casino is again requesting the same documents that they have already verified and paid me part of the money thanks to them. However, now the same documents do not meet the requirements and after submission, another one is requested again.

For the first time, a selfie + a selfie with the computer turned on with the Oceanspin website on the monitor and my ID are requested, this cycle is already very humiliating and stressful. I am asking for your help and thank you for your response.

Dobrý den. Dne 4/2/2026 jsem zažádal o vyplacení výhry.

Po ověření a vyplacení časti peněz zbývá na mém účtu 42 000 czk,

které mi dosud nebyly vyplaceny. Kasino opětovně vyžaduje stejné dokumenty, které již ověřili a vyplatili mi díky nim část peněz. Nyní však stejné dokumenty nevyhovují a po předložení je opět vyžadován jiny.

Po několikáté je požadováno selfie + selfie u zapnutého pc se stránkami Oceanspin na monitoru a mým dokladem totožnosti, tento cyklus je již velice ponižující a stresující. Prosím vás tímto o pomoc a děkuji za odpověď.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Majlou

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Have you made any previous payouts from the casino? Is your player's account accessible to you?
• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

CZK 42,000, which has been in the "pending and now blocked" mode for more than 30 days.

The casino repeatedly claims that my documents are still in the verification process. However, some of my winnings have already been successfully paid out to me in the past (as evidenced by my transaction history), which clearly confirms that my identity and account have already been accepted for withdrawal.

I have contacted the casino support via email several times but I keep getting the same automated replies about the verification being carried out. The one month deadline is way beyond the standard KYC (Know Your Customer) process. I believe the casino is deliberately delaying the payment in the hope that I will lose my money.

As proof, I am attaching screenshots of the transaction history, showing both the previous successful withdrawal and the currently blocked 42,000 CZK. I also discovered a crucial fact: the casino is scheduled to close at the end of this month. This postponement now appears to be a deliberate attempt not to pay out players before the site is permanently closed

42 000 Kč, kterých je již více než 30 dní v režimu „čeká na vyřízení a nyní blokován".

Kasino opakovaně tvrdí, že mé dokumenty jsou stále v procesu ověřování. Část mých výher mi však již byla v minulosti úspěšně vyplacena (jak dokazuje historie transakcí), což jasně potvrzuje, že moje identita a účet již byly přijaty k výběru.

Několikrát jsem kontaktoval podporu kasina e-mailem, ale stále dostávám stejné automatické odpovědi ohledně probíhajícího ověřování. Měsíční lhůta je daleko za standardním postupem KYC (ověření identity). Domnívám se, že kasino úmyslně odkládá platbu v naději, že o své peníze přijdu.

Jako důkaz přikládám screenshoty historie transakcí, kde je vidět jak předchozí úspěšný výběr, tak aktuálně blokovaných 42 000 Kč. Zjistil jsem také zásadní fakt: kasino má být uzavřeno na konci tohoto měsíce. Toto odložení se nyní jeví jako úmyslný pokus nevyplatit hráče dříve, než bude web trvale uzavřen

Thanks for the explanation.

Please note that no screenshots were included in your responses. If you have any supporting evidence, try posting it as screenshots or send the information to my email at tomas@casino.guru so I may review it.

I am sending the pictures by e-mail. I will publish them only after the outcome of the case. I believe that it was just a mistake in sending them. I ask for your impartiality in advance if this matter is to be successful. Thank you.

Snímky zasílám na e-mail. Zveřejním až podle výsledku věci. Domnívám se, že šlo pouze o chybné zaslání. Předem prosím o nestrannost, pokud má tato věc mít úspěch. Děkuji.

Thanks for your reply.

I went over the information you provided.

If your documents keep getting rejected, it might be because of the glare on the documents or because the documents were taken in bad lighting conditions.

I recommend you attempt to take pictures during the day in a well-lit room.

Please let me know if the casino allows you to resubmit these documents and whether this was a valid solution to your issue.

Looking forward to your reply.

The amount has been paid. Thank you for your help and support.

Částka byla vyplacena. Děkuji za Vaši pomoc a podporu.

Hello Majlou,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Majlou,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru